Global Accounts Program Manager

AVI-SPL

About The Position

Job Summary The Program Manager, Global Accounts is a member of AVI-SPL’s senior project management organization accountable for all operations and service responsibilities for the Global Account(s) to which they are assigned. This position is responsible for coordination and communication between key client and internal AVI-SPL stakeholders to ensure the highest level of customer satisfaction attainment throughout all aspects of the sales, project & service lifecycle. This role is strategic in nature but will also lead tactical efforts within the account(s) by providing oversight, leadership and direction to ensure essential roles are properly staffed and KPI metrics are achieved. Essential Duties and Responsibilities Develop and maintain customer relationships with key decision makers and other influencers necessary to properly manage all aspects of the account Direct liaison with the customer as the primary owner of all communications related to project deployments, service level agreements, open service tickets, risks and escalations as necessary Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary Drive the highest level of customer satisfaction attainment by leveraging best practices and necessary resources aligned to the customer strategy Conduct lessons learned meetings on an as needed basis with internal AVI-SPL stakeholders to drive corrective measures to retain the highest level of client satisfaction Host regular meeting cadence with necessary internal AVI-SPL stakeholders to ensure alignment with customer needs and strategy Host at minimum quarterly business reviews with key customer contacts and internal AVI-SPL stakeholders to review all aspects of the account and ensure we are meeting/exceeding expectations Develop and maintain account specific playbook consisting of standard operating procedures to ensure alignment with internal AVI-SPL stakeholders for consistency in delivery model Assist the customer in managing and monitoring standards with design and deployment to promote innovation, quality and consistency of experience Provide leadership to ensure that the business outcomes, user experience and ongoing user adoption is consistently attained throughout the client organization Lead global team meetings with individual project managers to provide guidance and assemble project updates Facilitate internal project kick-off meetings that include key participants from sales, engineering, programming, fabrication and installation Create and manage project schedules and coordinate/verify appropriate resource scheduling for all required project tasks where applicable Provide direct interaction with service management to ensure smooth transition from project completion to service ownership Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account Serve as administrator for meetings, documentation, resources and contacts while acting as an escalation point for any customer concerns Support deployment of international project and service needs with a keen understanding of regional differences Other duties assigned as needed

Requirements

Must have ability to lead and contribute individually, as well as work productively within a team and across functional disciplines
Strong communication skills, both written and oral – along with professional, interpersonal and relationship building skills
Strong business acumen and ability to interface credibly at the CxO level
Strong ability to multi-task, prioritize, manage time and work in a self-directed manner
Demonstrate leadership and management skills in a team-oriented, collaborative environment
Exceptional strategic thinking and structured problem-solving skills
Technical aptitude and ability to be a self-driven learner with credible understanding of Audio/Visual, Collaboration and Meeting space technologies overall
Must have intimate knowledge of regional differences in support of international deployments
Proficient with Microsoft Office (Word, Excel, Outlook), Microsoft Project and Adobe Acrobat
Minimum of a 4-year degree or comparable industry experience is required
5+ years in a project/program management or leadership role (direct or indirect) is required
5+ years of experience in IT technology service or enterprise technology management preferred

Nice To Haves

Experience working with international accounts/program deployments preferred
Valid and current PMP, PgMP or Prince2 certification preferred
Experience in the AV industry is a plus

Responsibilities

Develop and maintain customer relationships with key decision makers and other influencers necessary to properly manage all aspects of the account
Direct liaison with the customer as the primary owner of all communications related to project deployments, service level agreements, open service tickets, risks and escalations as necessary
Manage and drive financial accountability throughout the various aspects of the account and ensure additional KPI metrics are achieved as necessary
Drive the highest level of customer satisfaction attainment by leveraging best practices and necessary resources aligned to the customer strategy
Conduct lessons learned meetings on an as needed basis with internal AVI-SPL stakeholders to drive corrective measures to retain the highest level of client satisfaction
Host regular meeting cadence with necessary internal AVI-SPL stakeholders to ensure alignment with customer needs and strategy
Host at minimum quarterly business reviews with key customer contacts and internal AVI-SPL stakeholders to review all aspects of the account and ensure we are meeting/exceeding expectations
Develop and maintain account specific playbook consisting of standard operating procedures to ensure alignment with internal AVI-SPL stakeholders for consistency in delivery model
Assist the customer in managing and monitoring standards with design and deployment to promote innovation, quality and consistency of experience
Provide leadership to ensure that the business outcomes, user experience and ongoing user adoption is consistently attained throughout the client organization
Lead global team meetings with individual project managers to provide guidance and assemble project updates
Facilitate internal project kick-off meetings that include key participants from sales, engineering, programming, fabrication and installation
Create and manage project schedules and coordinate/verify appropriate resource scheduling for all required project tasks where applicable
Provide direct interaction with service management to ensure smooth transition from project completion to service ownership
Oversee the process of recruiting, interviewing, hiring, training & staffing key roles that will be engaged directly with the account
Serve as administrator for meetings, documentation, resources and contacts while acting as an escalation point for any customer concerns
Support deployment of international project and service needs with a keen understanding of regional differences
Other duties assigned as needed